In the Trenches: A Change of Scenery – Intuit Small Business Blog
Last week I was in the Bay Area for a grad school reunion. That change of scenery was helpful for me to think about the business outside my usual environment.

So…the problem isn’t that Spirit offers a cheap crappy product. The problem is that they need to educate customers to expect a cheap crappy product. As long as people expect an unpleasant experience where you get nickel and dimed to death it is all good.

They need to set the expectations of their product all right. The expectations need to be to expect a lousy, crowded, squashed, uncomfortable flight, and to be charged right and left for ANYTHING more.

Think about it. What they’re saying is that we sell a terrible product but as long as our customers know it’s a terrible product and don’t expect any more, we’re good.

I don’t understand all of this vitriol towards Spirit. The legroom isn’t really all that bad, but I’m thin and 5’11”. The fact that I don’t expect anything almost makes the flight more pleasant. I don’t have to to interact with flight attendants at all. I pay peanuts for a seat on a plane and a place to stow my backpack… what is there to not understand?

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